Alexis Toney
Montgomery
Summary
Customer service and team leadership professional with over 5 years of experience in remote and in-person roles. Proven ability to manage remote staff, manage customer relationships, deliver consistent results, and ensure top-tier customer satisfaction across multiple channels, including phone, email, and chat. Adept at using CRM platforms, helpdesk tools, and digital collaboration software to streamline operations and maintain productivity in a fully remote setting.
Overview
7
7
years of professional experience
Work History
Supervisor
Everise
Plantation
08.2023 - Current
- Led a remote team of 25 customer service representatives, overseeing daily operations and ensuring performance goals were met.
- Provided coaching and mentorship to team members through regular 1:1s, feedback sessions, and performance reviews.
- Handled escalated customer service issues and ensured timely, high-quality resolutions.
- Collaborated with cross-functional departments to streamline workflows and address employee concerns.
Customer Service Representative
ContinuumGlobal
Dallas
04.2021 - 06.2022
- Delivered high-quality service in a fully remote environment, adhering to HIPAA guidelines.
- Collaborated daily with a remote team using tools like Look and internal CRMs to ensure consistent service.
- Resolved customer complaints efficiently while maintaining a high level of professionalism and emapathy.
Customer Service Representative
Intuit TurboTax
San Diego
09.2018 - 03.2020
- Provided product support and account assistance during peak tax season.
- Handled high call volume, tracked user issues, and resolved account inquiries remotely.
- Recognized for consistent customer satisfaction, and timely issue resolution.
Education
High School Diploma -
Jefferson Davis High School
Montgomery, AL07-2019
Skills
- Proficient in remote collaboration tools (Zoom, Slack, Microsoft Teams, Trello)
- Time and workload prioritization
- Active listening and time management
- Data entry and documentation
- First Call Resolution (FCR)
- CRM Tools (Zendesk, Salesforce, HubSpot)
- Conflict Resolution and De-escalation
- Product and service knowledge delivery
- Adaptability to Change
Timeline
Supervisor
Everise
08.2023 - Current
Customer Service Representative
ContinuumGlobal
04.2021 - 06.2022
Customer Service Representative
Intuit TurboTax
09.2018 - 03.2020
High School Diploma -
Jefferson Davis High School